During this phase, the CAI Quality Consultant works with the application support team to ensure that the team:

Follows the approved policies and procedures

Provides services as documented and agreed-to in the Statement of Work

Meets the agreed service level goals

Provides appropriate team performance and management reports that are generated from the Tracer® tool

Identifies, tracks and resolves all team-related issues

The consultant meets with customers to ensure that services being provided are meeting their expectations. The consultant and the team collaboratively examine the team’s work performance data and seek to identify and implement improvements which are documented in Improvement Plans.

The following four processes are used by the CAI Quality Consultant and the application support team during the Continual Service Improvement phase:

The ITIL 7-Step Improvement Process

The Quality Consultant determines how to improve the services being provided by the application support team. This process consists of the following actions:

Service Measurement

The Quality Consultant and the application support team review operational reports to ensure that the reports accurately reflect the services being provided and are meeting customer requirements. These reports can be used to understand team activity, performance, resource, and schedule commitments.

Service Improvement

The Quality Consultant and the application support team maintain and improve the quality of the service by agreeing to, monitoring and reporting on IT service activities. During this process the following actions are completed: